Firing a toxic client

Clients are the lifeline of every business. Whether you work for yourself, a firm or have started your own business, clients must be dealt with as much care as the work you put in. Most clients are a joy to work with; however, toxic clients are an unfortunate reality of all businesses.

I speak from experience.

When you know a client is " off"...when they call too much, email too much, call at odd hours, listen to your inner voice. Something is not right and it will only get worse.

We have all had difficult clients that we wanted to get rid of and who have bothered us non stop. As a Professional, you need to identify the warning signs before getting into business with such clients. If you already have, its time to let them go.

What are the indicators. Let us look at some of the biggest signs of a toxic client and how to deal with them.

You Do Not agree on anything

Initially, there might be some disagreements and hurdles, but eventually, you and your client should develop an understanding. But if your client isn’t working with you peacefully and is raising issues at every stage, expect problems to arise.

Your client need not agree with you on everything, but if a pattern persists, both of you are bound to suffer.

Try to handle this as soon as you notice the toxic client trend. Figure out a way to get on the same page, and if you can’t, you can always end your business with them on good terms.

Explain to them why your services are not the right fit for their requirements.

Boundaries Are Not Respected At All

Some clients work on the weekends or holidays to get ahead on the project. It is fine to send emails during these days, but it is not acceptable to expect an immediate response. It is not only annoying but also bleeds into your out-of-office time.

Resolve this issue by establishing and communicating your boundaries.

Specify “working hours” with each client and specific times when they can expect a response from your end, for example – 9 to 5, Monday to Friday. Moreover, it is healthy to specify your average response time for emails as well. Clients who are always trying to push boundaries should be avoided.

Zero Direction But Endless Revisions

The alignment of roles and responsibilities should be crystal clear. While it is your job to ideate, it is equally important for your client to chime in regarding their requirements with respect to the final output they expect out of the project.

If they are not giving you any directions and insisting on moving forward nonetheless, you might have to indulge in multiple revisions, even more so than covered in the scope of work initially finalized. This will cause more work, more stress and you very well may not get paid for that time.

Before beginning any work, define the total number of revisions in the contract or other project.. In some cases, you may even consider getting paid upfront. Be very specific regarding the terms of payment.

Bad-Mouthing Professionals

Sometimes, it is justified when a client badmouths other professionals. This shows the clients will be very difficult to satisfy and has a habit of putting others down.

Trash talk can be a sign that the customer might be gossipy or desperate or impractical, and working with them could create problems for you. If they are capable of belittling someone, they are quite likely to put down your business and harm your reputation as well.

If you notice this habit of your client, try to find out the reason they are saying bad things about a business. Be polite and do not ask them too much for the information. By finding out what went wrong in the past, you can learn what to expect from them.

Behaving strangely

With increasing privacy/security standards, it is highly important now more than ever to be compliant with the work you are doing for your clients.

If you have notified a client that their behavior makes you uncomfortable and they continue to do so anyway, its another sign that you need to let them go.

Final Thoughts

Do not let anyone demean you or take advantage of you. No client is the be-all and end-all, even though it may seem like it at times. A client may think they are in their own mind. The toxic client must realize that you have other business, other clients to attend to.

We always want to serve our clients to the best of our ability as professionals. Sometimes it is not always in our best interest to do so.